Operating Effectiveness Senior Advisor

Job Posting Title: Digital Operations – Embedded Digital Ops Lead – Operating Effectiveness Sr Advisor

Job Description

As a member of the Digital team, you will join a team transforming health care and health services for over 170M people worldwide. Our team is constantly innovating and expanding into new verticals and capabilities, while building and maintaining some of the best-in-class healthcare brands and products on the market.

The primary objective of the Digital Product Operations Lead for Customer Engagement role is to own adoption and execution of strategic operational processes at a localized Digital Consumer level. This dedicated position will bridge the gap between centralized strategic process definition and operational execution enabling the ability for customization of processes where appropriate to meet varying needs and focus of our teams. With this hub and spoke process model, you will help the Digital organization foster a more consistent, Agile, and efficient way of working. This position will report to the Digital Customer Engagement Managing Director for the Customer Engagement Horizontal.

You will be responsible for partnering with the centralized Digital Operations leadership team on process development, ensuring that the nuances of our different ways of working are accounted for and then executing locally withing your team. Examples of operational processes you will directly support include but are not limited to financial management, intake workflows, executive status reporting, strategic meeting administration, onboarding operations and other critical enablement activities. Working under the leadership of the Digital Customer Engagement Horizontal, you will become deeply familiar with the products, marketing, and services your team provides.  This role requires you to be fluent in some of the critical technologies and Agile delivery practices with proficiency in others and have a hunger to learn on the job and add value. 

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position, you see is right for you, we encourage you to apply! Our people make all the difference in our success.

Primary Responsibilities:

• Strategic Process Liaison: Works with the centralized Digital Product and Marketing Operations team to drive localized adoption of our operations strategy and process activation within your local team
• Change Management & Governance: Ensures that the proper operational controls, communications, governance, and engagement actions are in place to effectively meet expectations with a feedback loop for evolution and refinement.   
• Financial Management: Manages financial operations for the sub-organization in alignment with Enterprise and Digital expectations including forecasting, run/burn rates, resource allocations etc. for both baseline and portfolio funding sources.
• Intake & Estimation: Owns off-cycle intake process workflows across tools including Wrike, Pathfinder, Jira, and Clarity ensuring accurate and speedy coordination across stakeholders
• Executive Reporting: Provide on-going information and summarized views that provide insights into to the planning of demand for your teams
• Continuous Improvement: Looks for methods to improve quality, efficiency, and productivity, reduce costs, increase profits, or improve control measures.
• Logistics: Assists with logistics and administration of strategic forums such as Annual Planning, PI Planning Events, Staff Meetings, etc.  
• Enterprise Operating Model: Partners with Enterprise Agile / Technology Tools teams to help drive Agile maturity within the organization and optimize both the Enterprise and Digital operating models while enabling a metrics-driven culture
• Metrics: Measure and monitor whether actions achieved intended goals and revise plans as needed.
• Change Management: Ensures that the intended outcomes of operational process priorities and the “why” remains the focus through the definition, adoption, and enforcement cycle within your respective organization
• Customer Service: Drives a customer service-oriented approach with a focus on building relationships with people at all levels of the organization

Qualifications & Experience:

• Bachelor’s degree and 5+ years’ experience in Technology is required; experience with Technology Products and Marketing in a healthcare environment is preferred
• Experience with Clarity, Tableau, Wrike, Jira and related systems preferred
• Excellent verbal and written communication skills is required; individual must be polished, professional, and have experience interacting with senior leadership.  Must demonstrate a high “